Support Service Levels

Last updated February 6, 2017

Each of BMC's support offerings includes the following, if and when available:

In accordance with the policies set forth below, BMC provides bug fixes, patches or workarounds in order to cause the Product to operate in substantial conformity with its then-current operating documentation, and

BMC provides new releases or versions, to the extent they are furnished to all other enrolled Support customers without additional charge.

BMC provides Support via Web, Email and Phone.

Initial Response goals are relative to the impact of the reported problem on the customer environment. The BMC definitions for Impact (Severity) levels 1-4 can be found here.

Note: All of BMC’s Support Offerings are subject to change without notice, and that not all support offerings are available for all BMC products.

(1) Hours of operation represent typical business hours and days in the United States. Hours and days may vary in countries other than the United States. Refer to the Contact Support page for the business hours of your local or nearest BMC Support contact center.

- Local Office Hours are Monday - Friday, from 9am - 5pm for the time zone applicable to the location listed in the Customer contract only.

- US Local Business Hours for Mainframe System Management products are Monday - Friday, 7am - 7pm US Central Time. Local Business Hours for all other countries are based on the office hours of the BMC office nearest your Location.

- Local Business Hours for all other System and Service Management products are Monday - Friday, 7am - 7pm for the time zone applicable to the location listed in the Customer contract only.

(2) The System Management products and some Service Management products require a minimum of BMC Continuous Support due to the critical nature of the application. BMC Continuous Support is the only offering applicable for Mainframe System Management solutions.

(1) Hours of operation represent typical business hours and days in the United States. Hours and days may vary in countries other than the United States. Refer to the Contact Support page for the business hours of your local or nearest BMC Support contact center.

- Local Office Hours are Monday - Friday, from 9am - 5pm for the time zone applicable to the location listed in the Customer contract only.

- US Local Business Hours for Mainframe System Management products are Monday - Friday, 7am - 7pm US Central Time. Local Business Hours for all other countries are based on the office hours of the BMC office nearest your Location.

- Local Business Hours for all other System and Service Management products are Monday - Friday, 7am - 7pm for the time zone applicable to the location listed in the Customer contract only.